SUMMARY

• A highly versatile and results - driven certified ServiceNow consultant, with a proven record of accomplishment in understanding the requirements of the Clients.
• Over 8+ years of successful track record, including over 5 years in ServiceNow in creating and implementing end-to-end Service Catalog, Incident Management, Configuration & Asset Management, Change Management, Release Management and asset Management Modules including: Business Rules, Client Scripts, Dictionary Overrides, UI Policies and UI Actions based on user requirements.
• Proven experience in working with wide variety of ITIL tools like BMC Remedy, HP Service Manager and various ServiceNow modules, CMDB, SDLC, ITIL tools, integrations within complex ITSM environment. Experienced in developing wide range of workflows and good knowledge on the various SDLC lifecycle.
• Extensive experience in Software Development Lifecycle (SDLC) managing project scope, requirement definition, resource management, change management, analysis, managing work schedules, project status reporting, project coordination and conflict resolution.
• Experienced ServiceNow Cloud SME, working on SaaS technology projects; degrees in Computer Science; ITIL certified.
• Expertise in Design and developing custom applications in ServiceNow and utilize its potential in PaaS (Platform-as-a-Service).
• Expertise in Design and development of CMDB (Configuration Management) in ServiceNow.
• Expertise knowledge in using Content Management System (CMS).
• Hands-on experience leading all stages of system development efforts including requirement, design, architecture, testing and support.
• Good experience in working with Java Script, CSS, HTML and XHTML.
• Expertise in Design and configure ITSM (incident, change, problem) and customizing the applications using Java script, AJAX, HTML and DHTML in ServiceNow.
• Design, development, distribution of custom client-server, WEB services and SOAP solutions.
• Gathering requirements and converting BRD's into technical requirements. Created design patterns & implementation plans for Service Now enhancements.
• Extensively worked with Aspen and Berlin releases of ServiceNow, experienced on Jelly Scripts/Java Scripts.
• Highly accomplished and focused Technical consultant with broad experience in providing solutions over ServiceNow Architecture and familiar with Other ITSM applications.
• Design and engineer solutions leveraging all appropriate components offered by Service-Now to answer the needs for business workflows, ticketing or other ITSM requirements.
• Designed Workflows, Creating approvals and Execution plans for the catalog items.
• Created UI pages for a better visual appearance in catalog items.
• Used update sets, Notifications as part of customizing the Service-now.
• Imported Data of different formats and types using Transform maps to Configuration Management.
• Experienced in writing Data Sources, Transform maps and properly analyzing coleasce to avoid duplicates.
• Verified finished tasks moving from one environment to other environment by using Update sets.
• Written scheduled jobs and schedule-imports depends on requirements.
• Developed and managed application code, user interface, and third-party integration components in all stags of the CMBD development projects (i.e. definition, development, deployment).
• Managed development of solutions to migrate and integrate disparate data to enterprise CMBD solution.
• Used SCRUM/Agile development methodology and also conducted training & awareness sessions for delivery teams on ITIL.
• Good Independent/team working skills and experiences, excellent communication skills with very good customer handling capabilities.
• Demonstrated ability to manage and direct internal/external clients around all key technical decisions during project delivery and project work of advanced Service Now development.
• Experience driving complex product development initiatives from concept through release
• Passion for learning and rapid iteration.
• Able to handle different projects concurrently and Lead experience.
• Technical support to the team, reviews of deliverables, communication with offshore team, track all the deliverables and to impart on job training to the team.

TECHNICAL SKILLS

Programming Languages: Core java, J2EE, C/C++, Shell Script, Python

Operating Systems: Windows-98/NT/2000, Linux 7, UNIX

Languages: C, SQL, Java, XML, JavaScript, Ajax, HTML, CCSS

Databases: Mysql5.0.1, DB2, Oracle11g, Microsoft SQL Server 2005

Networking: LDAP, SSO, ITIL, Putty, WinScp, WebServices

Application Tools: Netbeans6.9.1, Dreamweaver CS4, SqlYog, Service-Now (ITSM Tool), Manage Engine (ITSM Tool)

PROFESSIONAL EXPERIENCE

Confidential, Louisville, KY

ServiceNow Developer

Responsibilities:

• Worked on ServiceNow components such as Service Desk, Change Management, Asset Management, CMDB, Knowledge Management, Mobility, and Service request Management.
• Ability to use scripting tools and Service Now functionality to create scripting used to automate routine tasks being done in Service Now.
• The Integration lets ServiceDesk Support Users communicate with the end-users using live chat and remote support from ServiceNow interface.
• Responsible for creation of several UI’s, workflows and application development activities, facilitating rollouts of new applications, enhancements and new modules.
• Implements ServiceNow customizations including Client Scripts, UI policies, UI Actions, Script Includes, Business Rules, workflow administration, report setup and data imports.
• Deep knowledge of ITSM Framework and ITIL and the ability to diagnose and resolve technology issues in ITSM applications and also ability to design and implement CMDB.
• Using Transform maps to import Data to Configuration Management.
• Maintaining product catalog to import the configuration item records.
• Customizing the forms and Lists of Incident and Problem Management tables.
• Writing Business rules, Client scripts, UI actions and UI Policies as per the client requirement.
• Involved in Incident Reporting and Change reports to track process of repairs and determine the current quality of the application.
• Written Script to build an application with a systematic approach.
• Importing the Data in different formats (excel, csv, xml) via attachments.
• Writing Data Sources, Transform maps and properly analyzing coleasce to avoid duplicates.
• Making sure that asset table mandatory fields is filled while importing.
• Moving Update sets from one environment to other environment.
• Writing Scheduled jobs and schedule imports depends on the requirements.
• Monitored the workflows on the daily basis, and to act in case of fails.
• Trained the end users to effectively use the reporting application to build and customize their reports.
• Creating the different types Knowledge articles.
• Importing the Knowledge Articles different external sources like excel sheets using data sources and transform maps.
• Need to make sure that Knowledge articles are available from Incident Management as per Meta tags.

Technologies: ServiceNow, JavaScript

Confidential, Chicago, Illinois

ServiceNow Developer

Responsibilities:

• Implemented CMDB Bi-directional Web Services integration. It involves consuming restful web services, publishing SOAP web services, using Business Rules, Script Includes, UI Actions and other ServiceNow scripting modules to support data synchronization and business logic.
• Knowledge of technical components such as LDAP, VPN, SSL and other such technologies.
• Design and implement new functionality using Business Rules, UI Policies, and Access Lists etc.
• Good understanding of web services with SOAP/ XML/ WSDL and HTTP Request Methods. Posses knowledge on the technical implementation of various ServiceNow modules such as Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management, Reporting, LDAP, MID Server, Inbound/Outbound emails and Discovery.
• Responsible for leveraging knowledge and experience to deliver end-to-end methodologies within ServiceNow which includes architecting technical implementation of IT Infrastructure Library (ITIL) processes, organizing and prioritizing development effort.
• Experience in other ITSM ticketing systems, such as BMC Remedy and HP Service Manager.
• Development, Designing and Implementation of Cloud Solutions, ITSM processes and technology, Software Defined Networks (SDN).
• Experience in iteration development experience with Agile/SCRUM.
• Using update sets, UI scripts, Notifications as part of customizing the Servicenow.
• Using Transform maps to import Data to Configuration Management.
• Maintaining product catalog to import the configuration item records.
• Importing the Data in different formats (excel, csv, xml) via attachments.
• Writing Data Sources, Transform maps and properly analyzing coleasce to avoid duplicates.
• Making sure that asset table mandatory fields is filled while importing.
• Moving Update sets from one environment to other environment.
• Writing Scheduled jobs and schedule imports depends on the requirements.
• Resolving incidents raised by the users on day-to-day business process.
• Writing Notifications and changing the users for receiving the mails.
• Writing Business rules, client scripts, UI actions and UI policies based on the requirements.
• Writing Script includes and invoking them in Business rules and Client Scripts
• Gather the user business requirements and develop the reports based on that.
• Understand the functional business logic to implement into the report level to meet the user requirements.
• Provided access permission to users as per the Business requirements using Access control Lists

Technologies: ServiceNow, JavaScript

Confidential, Columbus, OH

ServiceNow Developer

Responsibilities:

• Worked on Workflow administration, Reporting, Form/UI configurations, Notifications, data imports, custom scripting.
• Extensive hands on various scripting API’s present in ServiceNow platform, Service Catalog and Request Workflow Design and Configuration.
• The service we also provided to clients is a semi-managed service for administering their Service desks that has been implemented.
• This includes various administration tasks within Service desk software.
• Participating in both projects and monthly maintenance cycles.
• Experience in handling XML files.
• Strong knowledge of relational databases and SQL.
• Maintain service level agreement (SLA) and monitor an SLA workflow.
• Perform minor enhancements requests to the client’s ServiceNow instances, including changes to the user interface, system properties, foundation content and modification to existing workflow.
• Experience building and coding Configuration Management Databases (CMDB).
• Experience with using mid server, webservices, email and other relevant technology to integrate tools with ServiceNow.
• Configure Users, company, site, location and other existing fields and also configured Support Groups, assignment rules, categorizations, CI data, SLA.
• Hands-on experience writing unit test cases/System Test Cases.
• Proficiency in JavaScript, HTML, XML, Jelly Scripting, Web Services.
• Worked with User Interface (UI) policies, data policies, UI actions, business rules and client scripts, Activate plug-ins, Manage data with tables, import sets and update set.
• System administration, account administration, data loading/ manipulation/ maintenance and application troubleshooting.
• Created workflow activities and approvals, Control system access and data security, configure service level agreements (SLAs), Control access to the application and its records..
• Worked with ITIL tools like BMC Remedy.

Technologies: ServiceNow, Javascript

Confidential

Java Developer

Responsibilities:

• Involved in the analysis & design of the application using UML with Rational Software Architect (RSA).
• Involved in all phases of SDLC, including planning, reviewing specifications, documentation, scheduling, development, testing and support.
• Object Oriented Analysis and Design using UML include development of class diagrams, Sequence diagrams, and State diagrams and implemented these diagrams in RSA.
• Integrated Hibernate with Spring
• Built POJOs corresponding to Investment Terms, Net Worth Statistic and others by Core Java and using GoF Design Patterns like Singleton.
• Implemented MVC architecture using Struts framework
• Used Core Java collections, generics, exception handling
• Developed the controller servlet to handle the requests and responses.
• Designed and developed JSP pages using Struts framework.
• Utilized the Tiles framework for page layouts.
• Involved in writing client side validations using Java Script.
• Involved in the design of the Referential Data Service module to interface with various databases using JDBC.
• Used Hibernate framework to persist the employee work hours to the database.
• Spring framework AOP features were extensively used.
• Developed and configured using BEA WebLogic Application Server 8.1.
• Developed the build scripts using Ant.
• Involved in designing test plans, test cases and overall Unit testing of the system using JUNIT and FlexUnit.
• Developed controllers and actions encapsulating the business logic.
• Developed classes to interface with underlying web services layer.
• Designed web services for the above modules.
• Prepared documentation and participated in preparing user’s manual for the application.

Technologies: Java 1.5, J2EE (Servlets 2.5, JSP 2.0), Struts 1.4, Spring, Eclipse 3.2, SQL Server 2008, SQL, PL/SQL, Web Sphere 6.1, XML, XSLT, XSD, Hibernate 3.0.